Alternative Call Center Operational Indicators to Customer Satisfaction

Alternative Call Center Operational Indicators to Customer Satisfaction

Alexandre Ferreira Oliveira, Luiz Antonio Joia
ISBN13: 9781466609488|ISBN10: 1466609486|EISBN13: 9781466609495
DOI: 10.4018/978-1-4666-0948-8.ch003
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MLA

Oliveira, Alexandre Ferreira, and Luiz Antonio Joia. "Alternative Call Center Operational Indicators to Customer Satisfaction." Knowledge Management and Drivers of Innovation in Services Industries, edited by Patricia Ordóñez de Pablos and Miltiadis D. Lytras, IGI Global, 2012, pp. 15-25. https://doi.org/10.4018/978-1-4666-0948-8.ch003

APA

Oliveira, A. F. & Joia, L. A. (2012). Alternative Call Center Operational Indicators to Customer Satisfaction. In P. Ordóñez de Pablos & M. Lytras (Eds.), Knowledge Management and Drivers of Innovation in Services Industries (pp. 15-25). IGI Global. https://doi.org/10.4018/978-1-4666-0948-8.ch003

Chicago

Oliveira, Alexandre Ferreira, and Luiz Antonio Joia. "Alternative Call Center Operational Indicators to Customer Satisfaction." In Knowledge Management and Drivers of Innovation in Services Industries, edited by Patricia Ordóñez de Pablos and Miltiadis D. Lytras, 15-25. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0948-8.ch003

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Abstract

The purpose of this chapter is to purport a set of alternative call center operational performance indicators, in order to enhance the relationship between call center performance and customer satisfaction. In order to do that, a methodological approach based on surveys, as well as stepwise multiple linear regressions, is developed from 6,616 cases collected during three months from the telecommunication industry. The general conclusion is that a set of alternative call center indicators covering three dimensions, namely the call center ability to resolve a problem, the call center responsiveness, and the prior customer satisfaction with the call center, together with traditional indicators, present a statistically significant relationship with customer satisfaction. The insights from this study can help managers to improve the customer satisfaction with call center, as well as to better sub-contract outsourcing call center operators.

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